Neiman Marcus / The Neiman Marcus Group review: Redeeming in circle points card

I have not received physical gift card by InCircle but the credit of $100 keep showing on my account when I shop online. Upon checkout online it also shows that I can use the card worth $100 toward the purchase. However, it does require me to enter the entire card number and pin which I don't have. Calling InCircle department several times where they did to give me the card number, told me they don't have access to it, and told to either go to actual store location or call the NM associate to be able to use the credit. I tried calling today and the associate was unable to help stating that she can't complete the sale without me at the store. How does it makes any sense? Is it convenient? For my own points? I asked her name and she said: I'm not going to provide my name to you and shamed the phone! I spoke to many incompetent and quite rude people during my attempts to use the credit for several days already, and everyone was telling the same thing - call the InCircle, call customer service, call physical store. Just passing the buck. Then was also told by operator at actual NM that supervisors do not speak to customers nor receive any messages and won't call back. Not to mention, that not one person told me "sorry for any inconvenience" or something. What ever happened to customer service at the luxury store? My gift card will expire in 2 days, these are the points I was suppose to enjoy and I earned them by shopping at the store online. But clearly, there is no appreciation and no service. Very disappointed!